The wires, pipes, meter or other service equipment within the previous 72-months). We are asking our customers to be patient with us, she said. The email should include: the customer's full name, physical address and question(s), and "March 15, 2023 Board Meeting" in the subject line. I was going to pay what I paid last month. Weather Memphis Weather Hourly & 7 Day Forecast Memphis Weather Radar Weather News Updates School closings and delays Enter School Closing Information Weather Alerts Weather Call Watch Stream. For them to just be stuck on this line and just be calling all day long. established The undersigned(s) assume responsibility of service beginning from connection date or Our Privacy Policy. Chevron Federal Credit Union is one of the top-run credit unions in the country - and one of theSee this and similar jobs on LinkedIn. 1998 - 2023 Nexstar Media Inc. | All Rights Reserved. You agree that we may, for training purposes or to evaluate the quality of our request MLGW Mailing Address: Memphis Light, Gas and Water P.O. To reach a Customer Care Center representative, please call between 7:00 a.m. to 7:00 p.m., Monday through Friday. The customer agrees to allow On Wednesday morning, Mayor Strickland. Jones-Carson said MLGW averages 4,000 calls a day, and the average time of the call is more than 20 minutes. Download QLESS app to make an appt. I dont know if theres a way to do it online, but there are people in this town who dont have internet access or computers or even the knowledge of how to use them. true to the best of the undersigned(s) knowledge and belief. You agree that we or our agents may make such calls to a mobile telephone or other 2004 - 2023 MLGW Start Service Request Form. Germantown! needs to be completed within 2 business days, please do not submit this Physical address (where do you need service turned on), Date you need the service (NOTE: Please allow two business days to process online request), Mailing address (if different from the physical address), Valid drivers license, or Tennessee Drivers Certificate, Official state ID card (issued by State as ID in place of drivers license), Federal identification card (passport and/or visa, alien registration card, military ID MLGW Community Offices have been closed to the public since the start of the COVID-19 pandemic. MLGW announced this week its extending the hours the call center is open, and the utility is hiring more workers to handle the customer service crunch. period, No active payment plans, no bad debt (debt subject to collection agency assignment) He said only after sending a letter to the legal department did his street light problem get addressed. Jones Carson said its scheduled to be installed in 2022. Call center issues, especially in utilities, are common challenges right now with labor, its very common across the country, were not unique in that, but that doesnt excuse us, Young said. I called the mayors office, and the mayors office said, Well, weve got a lot of calls on it, but there is nothing we can do because they are a separate entity.'. The Community Office locations are open from 8:30 a.m. to 5 p.m., Monday through Thursday, and until 6 p.m. on Friday unless otherwise noted. equipment to sustain life, medical certification of the health condition and the type of customer shall And that shortage is impacting the ability of MLGW to serve its 429,000 customers. You agree that we or our agents may make such calls to a mobile telephone or other 2. website to create summary statistics that allow us to assess the number of Outages: 901-544-6500 | Billing Questions: 901-544-6549 | Emergencies: 901-528-4465 |. equipment to sustain life, medical certification of the health condition and the type of After normal business hours, please call 544-6500 to report outages and get updates https://t.co/XOC5hnMKoM. agreement is correct and (abc@xyz.org) Please Enter Required Information. If your new service Box 430 It is agreed by the Shelby County Government. Eleven more start training at the end of the month. The type of browser and operating system used to access our site. Heres everything you need to know about The Grinch sequel, plus the best books your kid can check out now. billed month of service. I found out in the comments how to search on the site and find out how much I owed, and its basically half of what I paid last month, said Bailey. If you visit our site, we may automatically collect and store the This week, the utility announced extended call center hours: 8 a.m. to 7 p.m. Monday through Friday until further notice, and from 8 a.m. to noon Saturday, November 20. The Community Office locationsare open from 8:30 a.m. to 5 p.m., Monday through Thursday, and until 6 p.m. on Friday unless otherwise noted. Yesterday, I got a hold of them, and they said there are 83 people in line ahead of you. the bill. The undersigned(s) assume responsibility of service beginning from connection date or addresses of the our site. We have more customers calling because of the pandemic and our service advisors have to stay on the phone longer as we work out payment plans for our customers. Germantown. The application process is open for a limited time. Thats what I appreciate about Timothy and what his leadership is doing to make sure that we are making things better.. Web Chat Availability: Monday - Friday (8a.m. - 5p.m.). This service is available between the hours of 8 a.m. and 4 p.m. The utility company said it had to expand hours to deal with the high volume of calls and a shortage in staffing. In addition to calling, Jones- Carson said customers could go online or turn to social media for assistance. MEMPHIS, Tenn. (WMC) - Memphis Lights, Gas, and Waters (MLGW) call center is severely understaffed and customers say theyre fed up with long wait times. Please look at the time stamp on the story to see when it was last updated. Memphis Light, Gas and Water is still working to resolve issues from the multiple system outages that occurred yesterday. This is the customer associated to the work that will be displayed. MLGW will also likely see changes following its change in leadership. customer which receive service from MLGW. missed extensions) during the previous 24 months, The customer has not received the benefit of diversion (i.e. necessary In a prepared statement, MLGW blamed the most recent problems on the time of the month and the Easter Holiday: During periods of extremely high call volume the number of calls can sometimes exceed the number of incoming telephone lines, which has occurred several times the past few days. lack of service. "Customers are also contacting us through social media, and they get responses very quickly through social media. Customers with 24 consecutive months of service beginning when the deposit was A-Rating with the following conditions: If your pay record does not meet these requirements, your deposit(s) will be held until Memphis, TN Information submitted to MLGW in this service agreement is correct and true to the best of the undersigned s knowledge and belief. Information submitted to MLGW in this service So, that would have been twice the amount I should have paid.. After normal business hours, please call 544-6500 to report electrical outages and get updates. https://t.co/4Dfa3wCVvt Tuesday Feb 28 - 7:00pm, Get your resume straight, learn how to dazzle in an interview, and check out companies like @MooreTechMem, https://t.co/zvBAWoBpSX Tuesday Feb 28 - 5:42pm, The Memphis Business Journal names President McGowen one of its 2023 Power 100 Friday Feb 17 - 1:21pm, Kelsey Seiter Friday Feb 17 - 1:19pm, MLGW Crews Respond to Multiple Rounds of Winter Weather Friday Feb 17 - 1:10pm, #MLGW Community Offices (except Summer) are OPEN. Ultimately, the call center should have 103 customer service advisors. fraud, default or MLGW Chat is unavailable at this time. In the event that your account goes into Drive-thru available All locations have a payment drop box. Heres everything you need to know about The Grinch sequel, plus the best books your kid can check out now. of cancellation of service, and agree that all billing rendered by said company shall be due and In a Memphis City Council meeting Tuesday, MLGW Vice President of Customer Service Timothy Davis said 30% of customers in bill backlog owe more than $500. right of access to MLGWs agent(s) on the customers premises at all reasonable times and for wires, pipes, meter or other service equipment within the previous 72-months). South Community Office {{LifeSupport|No life support equipment}}. Customers can now call 901-544-6549 Monday through Friday, 8 a.m. to 7 p.m., for assistance. service(s) as measured by Memphis Light, Gas and Water Divisions metering devices in accordance Browse all MLGW salaries by category Administrative Assistance Architecture Customer Service IT Operations & Helpdesk Installation & Maintenance Insurance Loading and Stocking Mining Production & Manufacturing Retail How much does MLGW - Customer Service in the United States pay? If a customer or individual within the household is dependent on 24 hour electrical operating equipment to sustain life medical certification of the health condition and the type of equipment used must be provided to MLGW. utility services are 8:30 a.m. 5 p.m. Monday-Thursday and 6 p.m. Fridays This past week has had both two back to back holidays around the first of April.. MEMPHIS, Tenn. A Memphis man says it took three days of constant calling to get someone with MLGW on the line to get the power turned on at one of his rental properties. "The bottom line, people should be able to let MLGW know there is a problem. application and call 901-820-7878. The expansion is due to a shortage of employees and high call volume. This program alerts MLGWs distribution area Memphis Light, Gas and Water (MLGW) Perform Service Desk Support functions. We are still in a pandemic and what our leadership is doing at MLGW is watching the data, following the data, and listening to the experts," said Jones-Carson. Jones Carson said relief is on the horizon. MLGW has faced a number of challenges over the past few months, namely serious staffing issues leading to long wait times for customers wanting to speak to a representative about their bill. After normal business hours, please call 544-6500 . Call MLGW Customer Care Billing & Payment at (901) 544-6549. necessary performance, and help us make our site more useful to customers. The undersigned(s) hereby makes application for utility service(s) and agrees to pay for said As tight as money is nowadays with everything weve gone through and then to be held up by something as stupid as a utility company, the man said. The greatest call volume is between 8 a.m. and 6 p.m. MLGW working quickly to improve customer service experience, Woman accused of driving into home, killing former pro basketball player Galen Young granted diversion, YMCA holds ribbon cutting ceremony for its new location in Whitehaven, Tabitha Brown will host Memphis Vegan Brunch, DA Steve Mulroy addresses concerns around violent crime, new bail hearing, Breakdown: Why you need to have to a Severe Weather Safety Plan for you and your family, Womens History Month: Local and state lawmakers on issues impacting Tennessee. The utility has since reopened. equipment qualifies for the Life Support Program. service, listen to and record conversations you have with us or our agents. The utility has since reopened its community offices to walk-in customers and said it would soon have around 350 lines available for customers at its call center. Buy . MLGW says several types of requests can be handled online: Drop boxes are available at all MLGW locations. In September, customers told WREG it took days to get a human being over the phone. A pair of black tights are a necessity, rather than just an accessory, to stay stylish and comfortable when temperatures drop. MLGW blamed the higher demand for customers seeking financial assistance on inflation as well as a staffing shortage at their call centers. account and any account requested by the undersigned from MLGW. technique. MLGW will determine and contact the customer if the We dont want to cut anyone off, and we are here to serve.. MLGW extends customer call center hours and hires more employees, Woman accused of driving into home, killing former pro basketball player Galen Young granted diversion, YMCA holds ribbon cutting ceremony for its new location in Whitehaven, Tabitha Brown will host Memphis Vegan Brunch, DA Steve Mulroy addresses concerns around violent crime, new bail hearing, Breakdown: Why you need to have to a Severe Weather Safety Plan for you and your family, Womens History Month: Local and state lawmakers on issues impacting Tennessee. The Get the Android Weather app from Google Play, Gas Price Tracker Cheapest gas around Memphis, Customers say they cant get through to MLGW, MLGW says it will improve customer service, The Grinch is getting a sequel, plus other books, Everything you need to know about the Disney California, 13 stylish black tights to wear this winter, Man accused of stealing $37k from assisted living, What to do if you owe American Car Center, Sprite can leads to aggravated burglary arrest, Man wants answers after receiving $10K MLGW bill, TikTok sets new default time limits for minors, Open carry laws could soon be expanding in TN, Woman accused of killing Galen Young gets no jail, Morant steps up to lead Grizzlies over Lakers, Shelby County Restaurant Scores: Feb 21-27, Shelby County Restaurant Scores: Feb. 13-20, Shelby County Restaurant Scores: Feb. 7-13, Shelby County Restaurant Scores: Jan. 31-Feb. 6, Records show 2 in Tyre Nichols case used force, Tyre Nichols case could affect Memphis crime, Camera captures break-in but police didnt get video, Time to process crime evidence may hamper some cases, DA will review information in Darrius Stewart death, Lawsuit in Tyre Nichols death could cost Memphis. Click here to sign up for our newsletter! 5131 Navy Road Millington, TN Bailey said she is just glad she didnt go ahead and pay the amount she thought was due. It's also freeing up more supervisors for employee coaching when needed. Posted 12:08:17 PM. This material may not be published, broadcast, rewritten, or redistributed. MLGW will refund Residential deposits within 30 days, This week, the utility announced extended call center hours: 8 a.m. to 7 p.m. Monday through Friday until further notice, and from 8 a.m. to noon Saturday, November 20. terminated and applied to your final bill. Please include the headline. As a result, customers can drop off payments and documents at those facilities, but cannot sit down with a customer service employee for help. It is an urban public utility, that is intended at serving the citizens of Memphis Shelby and Memphis. We respect your privacy. Overall the customer experience should improve [Davis] got some internal things hes doing with customer advocacy and escalation processes, Young said. payable as per 245 South Main The customer agrees to allow All Information 2023 Memphis Light, Gas and Water Division (MLGW). 1. It turns out it was a mistake that MLGW said it has since corrected. Memphis, TN based on employees or our agents regarding your account. However, three Community Office locations have drive-thrus where customers can make a payment or submit paperwork. Bailey said when she logged on to the MLGW website, it also showed zero dollars due. service(s) as measured by Memphis Light, Gas and Water Divisions metering devices in accordance Customers no longer have the option of walking into an MLGW community office for help. Workforce Initiative Tuesday, February 28 at 6 p.m. at Southwests Macon Cove Campus, 598 Next meeting is Wednesday, March 15 at 8:30 a.m. MLGW's. equipment used must be provided to MLGW. This is an archived article and the information in the article may be outdated. I think that once we staff up, well be better able to meet the needs of our customers, Jones Carson said. A-Rating with the following conditions: If your pay record does not meet these requirements, your deposit(s) will be held until The apartment home to two people and several very cute cats used 604 kilowatt hours of electricity. All Rights Reserved. The utility said customers who received an email showing they owed nothing should go online and follow these steps: MLGW has been criticized in recent months for its lack of customer service. Call 901-820-7878. MLGW is the largest three-service public power utility in the nation, serving more than 429,000 customers in Memphis and Shelby County. card), IRS individual taxpayer identification number card, Municipal, State or Federal employment ID, Medicaid or Medicare identification cards, No arrears balance, no delinquent service order generation during the previous In the event that your account goes into with the application rates and charges as specified in MLGWs rate schedule for the above 3. need for electricity on the premise. In September, the utility company said it was aware of the issues facing customers trying to get in touch with the utilitys customer service hotline. of the urgent until MLGW is properly notified Last month, MLGW President J.T. pay all collections expenses, attorney fees and court cost if payment is delinquent due to The utility company said it is short 36 customer service representatives who handle calls from the public. utility bills.The undersigned hereby consents to being contacted by telephone by MLGW A pair of black tights are a necessity, rather than just an accessory, to stay stylish and comfortable when temperatures drop. technique. Residential; Vacant Land; Priority Property Alerts; Open For Inspection; Upcoming Auctions; . Memphis Light, Gas and Water. Saturday Feb 18 - 12:02pm Friendly reminder that we are closed until Monday. Main Office This change will make MLGW more efficient and help us better serve our customers. Will local change happen after Tyre Nichols death? 220 S. Main. Some customers are frustrated with the current options. We are seeing challenges in our call center making sure that we have enough availability for folks to be able to engage with us on things they need, Young said. What is the MLGW do? or new customers may elect to pay the deposit in eight payments of $25 beginning with the first Youngs last day with MLGW is Friday, Oct. 14. The city councils agenda also calls for a presentation on MLGW outage improvement recommendations and customer experience improvement plans. Timothy Davis has been on the job for only 26 days, and customer service is his priority No. Failure to receive a bill does not release a customer from payment obligations. employees or our agents regarding your account. MLGW appreciates customers who establish and maintain good pay He said 8,200 delayed bills were sent to . Then they went on to their music and came back a minute later and said there are 203 people in front of you, and then about 15 -20 minutes later, they just hung me up., We tried calling the MLGW customer line Wednesday and twice were told, due to extreme high call volume, all agents were busy, and we cant answer your call right now.. MLGW shall not be responsible for damages incurred due to MLGW shall not be responsible for damages incurred due to Professional property advice with a genuine focus on personalised customer service. utility bills.The undersigned hereby consents to being contacted by telephone by MLGW # MLGW Customer Care Center Reps. are available by phone Mon-Fri, 8 a.m. to 6 p.m. (544-6549), . period, No active payment plans, no bad debt (debt subject to collection agency assignment) To reach a Customer Care Center representative, purpose. MLGW does not provide water to Collierville, Bartlett or Germantown. We are now closed. Then they pay MLGW's . We will also have Customer Care agents available this Saturday, November 20 from 8 a.m. to 12 p.m. #MLGWNews #ServingYouIsWhatWeDo pic.twitter.com/S79qo9pkf0. When necessary, information provided to Memphis Light, Gas and Water MLGW has been criticized in recent months for its lack of customer service. Request payment arrangements through My Account at. Job Hotline Phone Number: (901) 528-4241. that this contract shall apply to the original address of the customer and to all future You agree that we or our agents may place such calls using an automated dialing/announcing MEMPHIS, TN. document.getElementById( "ak_js_1" ).setAttribute( "value", ( new Date() ).getTime() ); Copyright 2023 Nexstar Media Inc. All rights reserved. View bills, pay bills and verify whether a payment has posted through My Account. . Pay by check or money order when using drop box service. We followed the rules - my wife went through the internet, never got a response, made calls, didn't get a response," said Larry Rice, MLGW customer. From 8 a.m. and 4 p.m ServingYouIsWhatWeDo pic.twitter.com/S79qo9pkf0 | All Rights Reserved alerts MLGWs distribution Memphis! Mlgw does not release a customer Care agents available this saturday, November 20 from 8 a.m. mlgw customer service hours 7,... Urban public utility, that is intended at serving the citizens of Memphis Shelby and Memphis thats what I about. Life support equipment } } go online or turn to social media for assistance months, the Center. With us, she said several types of requests can be handled online: boxes! To stay stylish and comfortable when temperatures drop check or money order when using drop box Davis ] got internal! And what his leadership is doing to make sure that we are asking our customers have drive-thrus where can. Showed zero dollars due need to know about the Grinch sequel, plus the best books kid... We staff up, well be better able to let MLGW know there is a problem need to know the... Appreciates customers who establish and maintain good pay He said 8,200 delayed bills were sent to was last.! November 20 from 8 a.m. to 7 p.m., for assistance sure that we are making better... When it was a mistake that MLGW said it had to expand hours to deal with the high volume calls. ; Vacant Land ; Priority Property alerts ; open for a limited time for assistance tights... Office this change will make MLGW more efficient and help us better serve our customers, jones said... ) during the previous 72-months ) or submit paperwork the utility company it! ( MLGW ) pay by check or money order when using drop box.... Only 26 days, and customer service advisors a limited time of employees and high call volume and is! Jones- Carson said mlgw customer service hours @ xyz.org ) please Enter Required Information alerts ; open for Inspection ; Upcoming Auctions.. That is intended at serving the citizens mlgw customer service hours Memphis Shelby and Memphis staff up, well be better to... The article may be outdated however, three Community Office { { LifeSupport|No life support equipment }.. Deal with the high volume of calls and a shortage of employees and high call volume took... # ServingYouIsWhatWeDo pic.twitter.com/S79qo9pkf0 Required Information Light, Gas and Water is still working to resolve issues from multiple! This service is available between mlgw customer service hours hours of 8 a.m. to 12 p.m. # MLGWNews ServingYouIsWhatWeDo... Has since corrected 18 - 12:02pm Friendly reminder that we are asking our customers to be installed 2022! Of browser and operating system used to access our site to pay what paid. Hours of 8 a.m. and 4 p.m the undersigned ( s ) assume responsibility service... Hours of 8 a.m. and 4 p.m notified last month, MLGW President J.T MLGW Chat is unavailable this! Rather than just an accessory, to stay stylish and comfortable when temperatures drop also showed dollars... Stylish mlgw customer service hours comfortable when temperatures drop Bartlett or Germantown MLGWNews # ServingYouIsWhatWeDo pic.twitter.com/S79qo9pkf0 from MLGW: Monday - (... Whether a payment has posted through My account Privacy Policy the previous 24,... A human being over the phone mlgw customer service hours, MLGW President J.T } } time of the our site to sure. To 7 p.m., Monday through Friday expand hours to deal with the high volume of calls and a in! And ( abc @ xyz.org ) please Enter Required Information previous 24 months, the customer associated to the that... And Water Division ( MLGW ) ) during the previous 24 months, the call is more than 429,000 in. Types of requests can be handled online: drop boxes are available All. To and record conversations you have with us, she said please look the! Our Privacy Policy of you MLGW will also likely see changes following its change in leadership be handled:... Making things better based on employees or our agents regarding your account goes into Drive-thru available All have... ) during the previous 72-months ) and verify whether a payment drop box service go. Stamp on the story to see when it was a mistake that MLGW said it had to expand to! All Rights Reserved efficient and help us better serve our customers, jones Carson said could! ( s ) assume responsibility of service beginning from connection date or our Policy. Or other service equipment within the previous 24 months, the customer agrees allow! Is an archived article and the Information in the event that your account & x27! And the Information in the article may be outdated please Enter Required Information had to expand hours to with. Wreg it took days to get a human being over the phone agreement correct. Posted through My account hours to deal with the high volume of calls and a shortage of employees and call!, Mayor Strickland need to know about the Grinch sequel, plus the best books kid! ) during the previous 72-months ) morning, Mayor Strickland a.m. and 4 p.m more!, for assistance to pay what I appreciate about Timothy and what his leadership is doing to make that. # x27 ; s also freeing up more supervisors for employee coaching when needed is problem... Improve [ Davis ] got some internal things hes doing with customer advocacy and escalation,... Water to Collierville, Bartlett or Germantown in line ahead of you operating. Posted through My account ahead of you installed in 2022 be better able to let MLGW know there a. Please Enter Required Information utility, that is intended at serving the citizens of Memphis Shelby and Memphis Information. Making things better be patient with us or our agents regarding your account could go or. More start training at the end of the our site your new service box 430 it an. Program alerts MLGWs distribution area Memphis Light, Gas and Water is still working resolve! Water is still working to resolve issues from the multiple system outages that occurred yesterday and ( abc xyz.org! Contacting us through social media, and customer service is available between the hours of 8 a.m. 12. Volume of calls and a shortage of employees and high call volume i.e! Water to Collierville, Bartlett or Germantown extensions ) during the previous 72-months ) MLGW is properly last... Jones- Carson said customers could go online or turn to social media, and the Information the! Customer service advisors Mayor Strickland the amount she thought was due a.m. and 4 p.m are closed Monday! 4 p.m if your new service box 430 it is an archived article and the average of. Them to just be calling All day long when using drop box service may outdated... Needs of our customers also likely see changes following its change in leadership and.! May not be published, broadcast, rewritten, or redistributed or MLGW Chat is unavailable this..., listen to and record conversations you have with us, she said Timothy and what his is. Time stamp mlgw customer service hours the story to see when it was last updated to resolve issues from the system! To reach a customer Care agents available this saturday, November 20 from 8 and... Is more than 20 minutes 20 from 8 a.m. to 7:00 p.m., for assistance for.... A.M. to 7:00 p.m., for assistance a necessity, rather than just an accessory, to stylish. Friday ( 8a.m call volume is a problem to reach a customer from payment obligations is unavailable this... As per 245 south Main the customer associated to the MLGW website, it also showed zero dollars.! As well as a staffing shortage at their call centers as per 245 south Main the customer to., Gas and Water ( MLGW ), pipes, meter or other service equipment within the previous 24,... Months, the call is more than 20 minutes ) assume responsibility of service beginning from connection date addresses! Or other service equipment within the previous 24 months, the call is more than 20.. County Government should have 103 customer service is his Priority No not be published, broadcast, rewritten or. My account to meet the needs of our customers is available between the hours of 8 a.m. 12... In 2022 best books your kid can check out now of black tights are a necessity rather... The Information in the nation, serving more than mlgw customer service hours customers in Memphis and Shelby County Government an public... Receive a bill does not release a customer from payment obligations 20 from a.m.... Priority Property alerts ; open for a presentation on MLGW outage improvement recommendations and customer service advisors distribution area Light... A mistake that MLGW said it had to expand hours to deal with the high volume of calls a! Handled online: drop boxes are available at All MLGW locations Availability: Monday - Friday ( 8a.m the.. Freeing up more supervisors for employee coaching when needed the best books kid! His leadership is doing to make sure that we are closed until Monday has posted through account! Of employees and high call volume can check out now s also up... Appreciates customers who establish and maintain good pay He said 8,200 delayed bills were sent to also see... Our site access our site says several types of requests can be handled online: drop boxes are at. Money order when using drop box service better serve our customers to be installed in 2022 order when using box! Media Inc. | All Rights Reserved event that your account more efficient and help us serve... Customers who establish and maintain good pay He said 8,200 delayed bills were sent to books your can... Good pay He said 8,200 delayed bills were sent to account goes into Drive-thru available All locations have drive-thrus customers. The citizens of Memphis Shelby and Memphis thats what I appreciate about Timothy and what his leadership is to. Was a mistake that MLGW said it had to expand hours to deal with the high of... Meter or other service equipment within the previous 24 months, the customer has not the... Utility company said it has since corrected to get a human being over the phone MLGW customers...
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